Businesses tend to assume that a great CX (customer experience) revolves around the external customer. But India-based Amrut Software believes that the employees of an organisation are the biggest and most important customers who need attention, in order to delight the end or external customer.

Amrut Software has been operating in the retail and technology space for over 15 years, with proven expertise across multiple industry verticals. The company’s easy to deploy omnichannel tools in alliance with the expertise of its principals facilitate clients to reap high return on investment (ROI), while reducing overall cost of operations – thus, making the experience highly effective and efficient.

“Our experts on Product Cataloguing and Content Services help established retailers as well as mom & pop shop owners showcase their products to the world in an informative and aesthetic manner. They do a fabulous job of delighting our clients and, in turn, their customers,” says Abhijeet Paudwal, chief marketing officer, Amrut Software.

Among its successful partnerships is with an Indian fashion e-commerce marketplace company. The company was founded in 2007 with a focus on personalisation of gift items. By 2010, it shifted its focus to online retailing of branded apparel. In May 2014, the company was acquired by a major e-tailer to compete against the global behemoth Amazon, which entered the Indian market in June 2013 as well as other established offline retailers such as Future Group, Aditya Birla Group and Reliance Retail.

Recounting the step-by step approach, Paudwal shares, “The first step was to identify gaps in the internal processes amongst the client’s teams to co-ordinate with the upstream and downstream processes, resulting in high TAT (turnaround time). We also realised that the mailing system was inefficient lacking transparency around the ticket status. These led to decrease in efficiency and high burn out rate on the employee’s turnover.”

“As solutions, we implemented an amazing ticketing tool via Single sign on, which could be tracked by every employee at the department and organisation level. The next step was to improve SLA (service level agreement) and escalation matrix for faster and efficient resolution, followed by management dashboard for better visibility. Finally, in order to avoid a siloed working culture, HR/legal and other key departments had to be integrated,” he adds.

Amrut Software’s suggestions for real-time integration of ticketing tool on HR/legal and asset management departments resulted in expeditious delivery mechanism. Utilisation of triggers and groups led to efficient workflows. Finally, increase in employee experience resulted in more efficient and happy employees within the organisation.

“With offices across India and the UAE, we are looking forward to catering to the Middle East region with full excitement and expectation of success in the retail world,” Paudwal concludes.